Mitchell Kramer Senior Vice President Senior Consultant/Analyst (Link to Full Bio) (PDF of Full Bio) Current Research Focus: Customer Analytics/ Customer Intelligence/ Customer Segmentation Customer Self-Service Customer Portals Cross-Channel CRM Technology Infrastructure

Featured Research

• B2C Ecommerce Evaluation Framework
  How to Evaluate Software that Supports Consumers’ Shopping, Buying, and Account Management
  04/24/2008 - Mitchell Kramer
• IntelliResponse 5.6
  Delivering One Answer to Each Customer Question
  04/10/2008 - Mitchell Kramer
• ATG Commerce Service Center
  A New Offering with Very Good Operational Functionality and Roles But Limited Analytics
  03/13/2008 - Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  Customer Growth and Big Deals Make for an Excellent 4Q2007
  02/28/2008 - Mitchell Kramer
• IBM Sales Center for WebSphere Commerce
  Rich Operational and Analytic Functionality Lets You Deliver Effective Assisted-Service for Ecommerce
  02/21/2008 - Mitchell Kramer
• Framework for Assisted-Service for Ecommerce
  Requirements for Evaluation and Comparison of Multi-Channel Ecommerce Applications
  01/24/2008 - Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  Business Was Very Strong in 3Q2007
  11/29/2007 - Mitchell Kramer
• Human Digital Assistant v2.2
  Lifelike Virtual Agents Deliver Personalized Customer Service
  10/25/2007 - Mitchell Kramer
• LiveLOOK CoBrowse
  Terrific Technology Makes It Easy to Escalate from Web Self-Service to Web-Based Assisted Service
  09/27/2007 - Mitchell Kramer
• Customers' Requirements for Customer Service
  The Voice of the Customer on What and How to Deliver a Customer Service Experience
  09/06/2007 - Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  A Mostly Strong 2Q2007
  08/16/2007 - Mitchell Kramer
• RightNow 8 Service
  Rich and Flexible Customer-Self-Service Capabilities for Organizations of All Sizes
  07/26/2007 - Mitchell Kramer
• InQuira 8
  Five Customer Service Applications Distinguished by Strong Content, Search, and Analytics
  06/14/2007 - Mitchell Kramer
• Best Practices in Customer Self-Service
  Ten Ways to Make It Easy for Your Customers to Do Business with You
  05/31/2007 - Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  A Soft 1Q2007
  05/17/2007 - Mitchell Kramer
• Research, Compare, and Select Running Shoes
  Moments of Truth in Retail
  04/25/2007 - Mitchell Kramer
• Research, Compare, and Select a Travel Rewards Credit Card
  Moments of Truth in Financial Services
  04/11/2007 - Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  Mixed Performance for Quarter and for the Year
  03/08/2007 - Mitchell Kramer
• Customer Self-Service at Xerox
  Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
  02/15/2007 - Mitchell Kramer
• BEA AquaLogic User Interaction 6.1
  How BEA’s “Other” Portal Stacks Up against Our Customer Portals Evaluation Framework
  02/08/2007 - Mitchell Kramer
• Customer Portal Survey
  Key Insights into Adoption, Functionality, Governance, and Technology
  01/18/2007 - Mitchell Kramer
• InStranet Contact Centers In-Line 5.5
  Innovative Knowledge Technology Makes It Easy for Customers to Answer Questions and Solve Problems
  01/04/2007 - Mitchell Kramer
• KNOVA Self-Service 7.1
  Innovative New Search and Personalization Enhance a Solid Self-Service Offering
  Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  Hot Products, Cold Business in 3Q 2006
  Mitchell Kramer
• Customer Self-Service at Sovereign Bank
  Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
  Mitchell Kramer
• Customer Self-Service at Apple
  Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI
  Mitchell Kramer
• IBM WebSphere Portal Version 6.0
  How IBM’s Portal Stacks Up against Our Customer Portals Evaluation Framework
  Mitchell Kramer
• Customer Self-Service at Comcast
  Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
  Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: Good Results in 2Q 2006
  Mitchell Kramer
• Customer Self-Service at Verizon
  Excellent Support for Key Self-Service Activities
  Mitchell Kramer
• Customer Self-Service at Verizon Wireless
  Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
  Mitchell Kramer
• KANA Solutions for Web Self-Service
  Content, Findability, and Process Management Make It Easy for Customers to Help Themselves
  Mitchell Kramer
• Customer Self-Service Evaluation Matrix
  A Blank Matrix to Facilitate Your Evaluation Process for Customer Support Offerings
  Mitchell Kramer
• Framework for Evaluating Customer Self-Service Products and Services
  How to Evaluate Service Solutions that Deliver a Great End-to-End Customer Experience
  Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: A Quiet First Quarter in 2006
  Mitchell Kramer
• Customer Portals Evaluation Framework, Version 2
  How to Select the Best Portal Technology Platform for Your Customers
  Mitchell Kramer
• Customer Portals Feature Comparison Matrix
  Portal Platforms from BEA, IBM, Microsoft, Liferay, Oracle, SAP, and Vignette Compared Against Our Evaluation Framework
  Mitchell Kramer
• Customer Portals Research Findings
  Refining Our Evaluation Framework
  Mitchell Kramer
• SAP NetWeaver Portal
  Rich Collaboration and Tight Integration with SAP’s Enterprise Applications
  Mitchell Kramer — DOI: pr4-20-06cc
• Vignette Portal 7.2
  An “Open” Portal Platform with Rich Functionality
  Mitchell Kramer — DOI: pr3-23-06cc
• Lessons in Customer Service
  My Blackberry Experience with Verizon and Verizon Wireless
  Mitchell Kramer — DOI: cs3-9-06cc
• IBM WebSphere Portlet Factory 5.11.3
  Portlet Development through Component Assembly and Mass Customization
  Mitchell Kramer
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: A Good Fourth Quarter in 2005 and a Very Good Year
  Mitchell Kramer — DOI: pu2-23-06cc
• Windows SharePoint Services SharePoint Portal Server
  Microsoft’s Portal Platform Is a Workplace for Collaborating with Your Customers
  Mitchell Kramer — DOI: pr2-9-06cc
• ATG Wisdom
  A Strategy for Delivering a Comprehensive and Consistent Cross-Channel, Cross-Lifecycle Customer Experience
  Mitchell Kramer — DOI: pp1-26-06cc
• Federated Customer Information
  A Practical Approach to Breaking through Customer Information Silos
  Mitchell Kramer —  DOI: ii12-8-05cc
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: A Good Third Quarter in 2005
  Mitchell Kramer — DOI: pu12-1-05cc
• Liferay Portal 3.6.1
  An Open Source Platform that You Should Consider for Your Customer Portal
  Mitchell Kramer —  DOI: pr11-17-05cc
• InStranet Contact Centers In-Line 5.1
  A Cross-Channel, Cross-Lifecycle Customer Experience Easy for You to Implement, Easy for Your Customers to Use
  Mitchell Kramer — DOI: pr10-28-05cc
• Bowstreet Portlet Factory 5.10
  Portlet Development through Component Assembly and Mass Customization
  Mitchell Kramer — DOI: pr10-13-05cc
• BEA WebLogic Portal V.8.1
  Good Portlet Support, Content Management, and Search to Help Implement Your Customer Portals
  Mitchell Kramer — DOI: pr9-29-05cc
• Campaign Management at Nationwide Building Society
  Improving the Cross-Channel, Cross-Lifecycle Customer Experience
  Mitchell Kramer — DOI: cs9-15-05cc
• Survey: How Companies Apply Software to Improve Customer Service
  Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
  Susan Aldrich, Mitchell Kramer, and Stephen Wands — DOI: sa9-1-05cc
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: A Pretty Good Second Quarter in 2005
  Mitchell Kramer — DOI: ta9-1-05cc
• Managing Product Content at Hewlett-Packard
  A Practical, yet Innovative and Elegant Approach
  Mitchell Kramer — DOI:cs8-18-05cc
• IBM WebSphere Portal 5.1.0.1
  How IBM’s Portal Stacks Up Against Our Customer Portals Evaluation Framework
  Mitchell Kramer — DOI: pr8-04-05cc
• PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
  Which Providers Offer the Best Overall Capabilities? Featuring ATG, eGain, Kana, Knova, and RightNow
  Mitchell Kramer — DOI: psgb4-21-05cc
• A Java Bridge to Connect Content Islands
  Content Repository API for Java Technology
  Mitchell Kramer — DOI: psgp7-22-05cc
• Oracle Application Server 10g Portal
  How Oracle’s Portal Stacks Up against Our Customer Portals Evaluation Framework
  Mitchell Kramer — DOI: pr6-30-05cc
• Content Islands
  Your Content Management Systems Are Multiplying. What Should You Do?
  Mitchell Kramer — DOI: psgp6-23-05cc
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
  State of the Market: Not a Great First Quarter in 2005
  Mitchell Kramer — DOI: pu6-2-05cc
• Content Management Goes Back to the Future
  Content Management Is Evolving Today as Data Management Did Twenty-Five Years Ago
  Mitchell Kramer — DOI: psgp7-3-03cc
• Customer Portal Platforms Evaluation Matrix
  A Blank Matrix to Facilitate Your Evaluation Process for Customer Self-Service Offerings
  Mitchell Kramer — DOI: em5-19-05cc
• Customer Portal Platforms Evaluation Framework
  How to Select the Best Portal Technology Platform for Your Business
  Mitchell Kramer — DOI: fw5-12-05cc
• Cross-Channel, Cross-Lifecycle Customer Service Solution RFP
  Patricia Seybold Group’s Template for Preparing an RFP
  Mitchell Kramer — DOI: rfp5-5-05cc
• PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
  Which Are the Most Viable Offerings from the Most Viable Providers? Featuring ATG, eGain, Kana, Knova, and RightNow
  Mitchell Kramer — DOI: PSGB4-14-05CC
• PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
  Which Providers Offer the Best Analytics Capabilities? Featuring ATG, eGain, Kana, Knova, and RightNow
  Mitchell Kramer — DOI: PSGB4-7-05CC
• PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
  Which Providers Offer the Best Architecture? Featuring ATG, eGain, Kana, Knova, and RightNow
  Mitchell Kramer — DOI: PSGB3-31-05CC
• PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
  Which Providers Offer the Best Knowledge Management Capabilities? Featuring ATG, eGain, Kanisa, Kana, RightNow, and ServiceWare
  Mitchell Kramer — DOI: PSGB3-24-05CC
• Kanisa and ServiceWare Merge
  Customers, Companies, and Stockholders Win
  Mitchell Kramer — DOI: PSGP3-10-05CC
• Cross-Channel, Cross-Lifecycle Customer Service Product Evaluation Matrix
  A Blank Matrix to Facilitate Your Evaluation Process for Customer Support Offerings
  Mitchell Kramer — DOI: EM2-24-05CC
• ATG KnowledgeCenter 6
  Customer Service via Metadata, Content, and Search
  Mitchell Kramer — DOI: pr2-17-05cc
• eGain Service 7
  Customer Service via Content, Metadata, Search, Guided Navigation, and Process Management
  Mitchell Kramer — DOI: pr2-10-05cc
• ATG Adaptive Customer Assistance 2005.1
  Support for a Broad Range of Customer Activities through Search, Navigation, and Pinpoint Content Targeting
  Mitchell Kramer — DOI: pr2-3-05cc
• Kana Service Solutions
  Customer Service through Content, Metadata, Process Management, Search, and Guided Navigation
  Mitchell Kramer — DOI: pr1-13-05cc
• RightNow CRM 6.0
  Easy and Quickly Implemented Cross-Channel Support for Problem Diagnosis, Reporting, and Resolution
  Mitchell Kramer — DOI: pr12-16-04cc
• ServiceWare Enterprise 5.7
  Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
  Mitchell Kramer — DOI: PR12-2-04CC
• E.piphany Advisor
  Products That Can Improve Your Customer Experience
  Mitchell Kramer — DOI: PR11-18-04CC
• Kanisa Application Suite 6.1
  Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
  Mitchell Kramer — DOI: PR10-28-04CC
• Cross-Channel, Cross-Lifecycle Operational Requirements
  What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
  Mitchell Kramer — DOI: FW10-14-04CC
• Comergent E-Business System 6.4
  Marketing and Selling Complex Products Directly to Customers and Indirectly through Partners
  Mitchell Kramer — DOI: PR9-30-04CC
• Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
  How to Evaluate Solutions That Support a Great End-to-End Customer Experience
  Mitchell Kramer — DOI: FW9-9-04CC
• May I Help You?
  Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles
  Mitchell Kramer — DOI: PSGP9-2-04CC
• Microsoft CRM 1.2
  Entry-Level Sales and Customer Service on Assisted Channels
  Mitchell Kramer — DOI: PR7-15-04CC
• Cross-Channel CRM
  A Framework for Evaluating Architecture, Channel Support, and Functionality
  Mitchell Kramer — DOI: FW7-1-04CC
• Data Mining at Work
  Predicting and Preventing Terrorism
  Mitchell Kramer — DOI: PSGP6-10-04CC
• Customer Data Mining
  You Can't Afford Not to Be Mining Your Customer Data
  Mitchell Kramer — DOI: PSGP5-27-04CC
• Oracle Customer Intelligence
  Helping Executives and Managers Understand Customer Relationships
  Mitchell Kramer — DOI: PR5-20-04CC
• MicroStrategy Customer Analysis
  A Starter Kit for Building Flexible Analytic Applications
  Mitchell Kramer — DOI: PR5-13-04CC
• KXEN Analytical Framework 3.0
  Data Mining Made Much Easier
  Mitchell Kramer — DOI: PR4-22-04CC
• How Strong Is Your Customer Experience?
  Building Strong Customer Experiences Twelve Ways
  Mitchell Kramer — DOI: PSGP4-1-04CC
• Marketswitch TRUE Optimization Suite 4.7
  Customer Relationship Analytic Applications that Improve Marketing Effectiveness and Efficiency
  Mitchell Kramer — DOI: PR3-18-04CC
• BusinessObjects Customer Intelligence Customer Analytics 6.1
  Easy to Use Analytic Applications for Understanding Customer Behavior
  Mitchell Kramer — DOI: PR2-27-04CC
• SAS Marketing Optimization 3.2
  Improving the Customer-Centricity and Effectiveness of Cross-Channel Marketing
  Mitchell Kramer — DOI: PR2-5-04CC
• Unica Affinium 6
  How Unica’s Offering Stacks Up against Our Campaign Management Framework
  Mitchell Kramer — DOI: pr1-15-04ccC
• CRM in 2004
  Our Predictions for the Year Ahead
  Mitchell Kramer — DOI: PSGP1-8-04CC
• Customer Data Warehouses
  Closing the Loop on Customer-Centricity
  Mitchell Kramer — DOI: PSGP12-18-03CC
• Siebel Acquires UpShot and Motiva
  Strengthening SFA Functionality, Technology, and Packaging
  Mitchell Kramer — DOI: PSGP10-23-03CC
• The Top 10 Reasons that CRM Projects Fail
  …and Our Prescription for Ensuring that Your CRM Project Won’t
  Mitchell Kramer — DOI: II10-2-03CC
• PSGroup Bull's-Eye: Data Warehouse Databases
  Which Providers Offer the Best Warehouse Implementation?
  Mitchell Kramer — DOI: PSGB12-4-03CC
• PSGroup Bull's-Eye: Data Warehouse Databases
  Which Providers Offer the Best Analytics Capabilities?
  Mitchell Kramer — DOI: PSGB11-26-03
• PSGroup Bull's-Eye: Data Warehouse Databases
  Which Providers Offer the Best Data Type Support?
  Mitchell Kramer — DOI: PSGB11-20-03CC
• Data Warehouse Database Feature Comparison Matrix
  Comparing IBM DB2 Data Warehouse Enterprise Edition Version 8.1, Oracle9i Enterprise Edition, Sybase IQ 12.5, and Teradata Warehouse 7.0 against Our Evaluation Framework
  Mitchell Kramer — DOI: CM11-13-03CC
• Teradata Warehouse 7.0
  An Excellent Database for the Largest Data Warehouses
  Mitchell Kramer — DOI: PR10-30-03CC
• DB2 Data Warehouse Enterprise Edition
  A Comprehensive Bundle for Top-End Data Warehouses
  Mitchell Kramer — DOI: PR9-11-03CC
• Oracle9i Enterprise Edition
  A Solid High-End Relational Data Warehouse Offering that Integrates OLAP and Rich Analytics
  Mitchell Kramer — DOI: PR9-4-03CC
• Sybase IQ
  Column-Based Storage and Indexing Makes for Fast, Storage-Efficient Data Warehouses
  Mitchell Kramer — DOI: PR7-31-03CC
• Go Back for the Future for Content Management
  Content Management Will Evolve Like Data Management
  Mitchell Kramer — DOI: PSGP7-3-03CC
• What about the Customers?
  Differences in Architecture Will Make Conversion from PeopleSoft to Oracle High Cost and High Risk
  Mitchell Kramer — DOI: II6-19-03CC
• Evaluating Campaign Management Products
  Results of Our Campaign Management Research
  Mitchell Kramer — DOI: CA6-12-03CC
• PSGroup Bull's-Eye: Campaign M